|
Repairs and Repair Service
All EveryBody's Mobility wheelchair customers who are in need of wheelchair service should call our toll free number at 1-888-398-3559 or contact us by email . On some occasions, our trained wheelchair service representatives will be able to guide you through a series of steps which will resolve the problem over the phone.
If unable to repair the wheelchair over the phone, the wheelchair service rep will put in a service order request for the customer. EveryBody's Mobility will then work with Tricare, Medicare or the customer's private insurance company to find out how much of the service they will pay for and how much the customer is responsible for. This process usually takes 48-72 hours. Once the customer agrees to the payment, the wheelchair service request will be sent to the closest office to complete. EveryBody's Mobility will keep the customer informed on how long they can expect before their wheelchair is repaired.
Common Service Symptoms
- No Power - if your chair will not power on, you may want to check the circuit breaker, which is usually located either on the front or the back of the wheelchair base.
- Dead Battery – Your power chair or scooter has not been used in weeks but does not have power. The power mobility device (PMD) draws a charge from the battery regardless of the amount of use. If the PMD is not charged on a regular basis, it will draw the battery capacity below the minimum voltage level for the batteries to operate the PMD. The PMD batteries must be charge on a regular basis regardless of the amount of use.
- Neutral Mode - if your power chair has all lights flashing simultaneously or your joystick is not flashing, but when you press the lever forward, nothing happens; your chair may be in the neutral position. Check the freewheel levers on the base of your chair for the correct position.
- Lockout Mode - if the lights on your joystick are scrolling from left to right to left, it may be possible that the chair has been put in security lock mode. Check your owner's manual for details on how to unlock your power chair joystick.
Frequently Asked Questions
How long should I charge my power chair? It is important that all power chair users develop good charging habits. How often you charge your power chair depends on how frequently you use your chair.
- Daily use - you should charge your power chair for a period of 8-14 hours every night. Never operate your chair while the battery indicator is showing red for any extended period of time.
- Less frequent use - you should charge your batteries up to full charge before letting the chair go unused for a lengthy amount of time. Check the battery indicator regularly and charge the chair as soon as the batteries begin to discharge.
What is the warranty policy on my chair? EveryBody's Mobility follows the specific warranty policy as described in your owner’s manual. Typically, electronic parts are covered under warranty for up to 1 year. Please refer to the manufacturer's warranty policy as described in your owner's manual for more details regarding your warranty policy.
How long should I expect to wait for service? Normally, service should take about 5-10 business days. Our customer service team strives hard to properly diagnose your chair, verify your benefits, and order the parts from the vendor if necessary. We understand the urgency of your needs and will do our best to service your chair as soon as possible.
Insurance Coverage for Service
TriCare Prime Primary EveryBody's Mobility is a contracted Tricare prime provider. Service is covered at 100% for active duty service members. Service is covered at 80% for Tricare for Life (TCFL) members if the item is a non-Medicare covered item.
VA Primary: A payment authorization is required from the VA prior to service. 100% of the services will be covered if authorized by the VA.
Medicare Primary EveryBody's Mobility wheelchair service is based on Medicare Fee Schedule (allowable). If your primary insurance type is Medicare and you have part B benefits active, then Medicare will cover 80% of the allowable charge. If you also have secondary insurance, they may cover the leftover charges depending upon whether or not EveryBody's Mobility is in the secondary insurance company’s network. If you do not have secondary insurance, then you will be responsible for the remaining 20% of the cost of wheelchair service.
Medicaid Primary Medicaid is a federal program that assists the economically disadvantaged and is administered at the state level. Each state has its own guidelines with respect to parts and service coverage. Some states require prior authorization before services are rendered. In most cases, Medicaid coverage is 100%; but, there are instances where the individual has a predetermined out-of-pocket, or spend down amount before Medicaid benefits are activated. We will bill Medicaid initially, then bill the customer after its determined if customer had coverage at time of service.
Non-Covered Items Routine periodic servicing, such as testing, cleaning, regulating, and checking of the beneficiary’s equipment, is not covered. The owner is expected to perform such routine maintenance rather than a retailer or some other person who charges the beneficiary. Normally, purchasers of DME are given operating manuals which describe the type of servicing an owner may perform to properly maintain the equipment. It is reasonable to expect that beneficiaries will perform this maintenance. Thus, hiring a third party to do such work is for the convenience of the beneficiary and is not covered. |
